1. The General Rule: All Prescription Sales Are Final

Priveya facilitates access to prescription medications dispensed by independent licensed pharmacies. Due to the nature of prescription drug products and applicable federal and state law:

• Priveya does not accept returns of prescription medications, compounded medications, or any other dispensed pharmaceutical product, regardless of whether the product has been opened or used.
• All charges for prescription medication orders are final once the prescription has been dispensed by the pharmacy and shipped or made available for pickup.
• Priveya is not responsible for and does not process refunds for errors made by the dispensing pharmacy. Pharmacy dispensing errors must be addressed directly with the dispensing pharmacy.

This no-return, all-sales-final rule is not a commercial preference — it reflects mandatory requirements under the Federal Food, Drug, and Cosmetic Act, DEA regulations, and applicable state pharmacy laws that prohibit the return and re-dispensing of dispensed prescription medications to protect patient safety.

2. Telehealth Consultation Fees

Consultation fees paid to Priveya cover the cost of the telehealth visit facilitated through the platform — including Provider review of your health intake, clinical assessment, and any associated communications. The following rules apply to consultation fees:

Non-Refundable After Provider Review

Once your health intake form has been submitted and reviewed by a licensed Provider — regardless of whether a prescription is issued — the consultation fee is non-refundable. You have received the service for which you paid: a clinical evaluation by a licensed healthcare professional.

Refundable if No Provider Review Occurs

If you submit a consultation request and pay a fee, but a Provider has not yet reviewed your intake form and you request cancellation before review begins, Priveya will issue a full refund of the consultation fee. To cancel before Provider review, contact us immediately at support@priveya.com.

Refundable if Clinically Ineligible

If your consultation fee has been charged and a Provider subsequently determines that you are clinically ineligible for the service requested — including if no prescription is issued because you do not meet the clinical criteria for treatment — you will receive a full automatic refund of the consultation fee. See Section 4 for details.

Live Video Visit Fees

Fees for scheduled live video visits are non-refundable if:

• You attended the visit;
• You failed to attend a scheduled visit without canceling at least 24 hours in advance (no-show policy); or
• The visit was completed but you were dissatisfied with the outcome.

Fees for live video visits may be refunded or rescheduled if Priveya or the Provider cancels the visit without adequate notice due to circumstances within Priveya’s control. Cancellations caused by technology failures or internet issues on your end do not qualify for a refund.

3. At-Home Laboratory Testing Fees

Fees for at-home laboratory testing kits facilitated through the Services are subject to the following terms:

• Once a laboratory testing kit has been shipped to you, the fee is non-refundable, regardless of whether you use the kit.
• If a kit is returned to us undelivered due to an incorrect address provided by you, no refund will be issued. We will attempt to reship to a corrected address upon your request; a reshipping fee may apply.
• If a properly collected sample is rejected by the laboratory due to factors outside your control — such as a laboratory processing error not caused by improper collection — Priveya will arrange for a replacement kit to be sent to you at no additional charge, or will issue a refund at our discretion.
• If your sample is rejected due to improper collection — including failure to follow kit instructions — no refund will be issued. Please follow all kit instructions carefully.
• Fees for outpatient lab test requisitions are non-refundable once the requisition has been issued by your Provider, regardless of whether you present at the lab collection facility.

4. Mandatory Refunds — When You Will Always Be Refunded

Priveya will automatically issue a full refund of consultation fees and any medication fees charged in the following circumstances. These refunds are not discretionary — they are guaranteed:

• Clinical ineligibility: Your payment method has been charged and a Provider subsequently determines that you are clinically ineligible for the requested service, or your treatment request is rejected for any clinical reason. You will be refunded the full amount charged. No action is required on your part; refunds are processed automatically.
• No prescription issued — billed in advance: If you were charged for a service that includes medication and no prescription is issued by the Provider for any reason, you will be automatically refunded any medication fees charged. Consultation fees are refunded only if clinical review has not yet been performed (see Section 2).
  
  
• Service not available in your state: If a service is unavailable in your state due to regulatory or licensing restrictions that Priveya failed to screen for prior to charging you, you will be automatically refunded in full.
  
  
• Order not fulfilled — platform error: If you are charged for a product or service that is not delivered due to a platform error or system failure caused solely by Priveya, you will be refunded in full.
  
  
• Duplicate charge: If your payment method is charged more than once for the same transaction due to a system error, all duplicate charges will be refunded in full.

Processing time: All mandatory refunds are processed within 5 to 10 business days of the triggering event. Depending on your financial institution, it may take additional time for the credit to appear on your statement.

5. Discretionary Refunds — When We May Issue a Refund

Outside of the mandatory refund circumstances in Section 4, Priveya may, at its sole discretion, issue a partial or full refund in the following limited circumstances. These refunds are not guaranteed and will be evaluated on a case-by-case basis. Priveya’s decision is final.

• Medication arrived damaged or defective: If a medication or product arrives visibly damaged, broken, or otherwise defective — and you contact us within 48 hours of delivery with photographic evidence — we may, at our discretion, issue a replacement or refund. Do not dispose of the product before contacting us, as we may require it for documentation purposes.
  
  
• Product not received: If tracking confirms your order was delivered but you did not receive it — and you report this within 7 calendar days of the confirmed delivery date — we will investigate with the carrier. If the investigation supports non-delivery, we may issue a replacement or refund at our discretion. We are not responsible for packages reported stolen after confirmed delivery.
  
  
• Wrong product shipped: If you receive a product that does not match your prescription — for example, a different medication, wrong strength, or wrong quantity — contact us within 48 hours of delivery with photographic evidence. We will coordinate with the dispensing pharmacy to resolve the error. If confirmed as a pharmacy error, you will receive a replacement or refund as appropriate.
  
  
• Significant platform error affecting your care: If a material platform malfunction directly and solely caused a failure in your care delivery — for example, a lost consultation record through no fault of yours — we will review the situation and may issue a partial or full consultation fee refund at our discretion.

Dissatisfaction with clinical outcomes is not a basis for a refund. If a Provider reviewed your intake and issued or declined to issue a prescription, the consultation was completed. Disagreement with the Provider’s clinical judgment, dissatisfaction with the recommended treatment, or a medical outcome that does not meet your expectations are not grounds for a refund.

6. What Is Never Refundable

The following are expressly non-refundable under all circumstances:

• Prescription medication orders that have been dispensed by the pharmacy, regardless of whether the medication has been opened, used, or is no longer needed;
• Consultation fees for visits where a Provider has reviewed your health intake form and rendered a clinical assessment, regardless of outcome;
• Live video visit fees for completed visits or for no-shows without 24-hour advance cancellation notice;
• At-home laboratory testing kit fees once the kit has been shipped;
• Outpatient lab requisition fees once the order has been issued by a Provider;
• Fees for services you were not eligible for due to information you failed to disclose or misrepresented in your intake;
• Shipping and handling fees, where applicable;
• Fees for completed identity verification or onboarding services;
• Fees associated with services you chose not to use after they were made available to you; and
• Any amount you elect to submit to your insurance company or HSA/FSA plan that is subsequently disallowed — Priveya is not responsible for third-party coverage determinations.

7. Cancellation — How and When to Cancel

Cancellation rights depend on where your order or visit is in the fulfillment process. Time is critical — once certain steps are completed, cancellation is no longer possible.

Cancellation Before Provider Review

You may cancel a consultation and receive a full refund of your consultation fee if you contact us at support@priveya.com before a Provider has reviewed your health intake submission. Once Provider review begins, the consultation fee is non-refundable.

Act quickly: Providers typically review submissions within a few hours of receipt during business hours. If you need to cancel, contact us immediately at support@priveya.com with the subject line “Cancel Consultation — [Your Name].” We cannot guarantee cancellation once review has started.

Cancellation After Prescription Is Issued but Before Shipment

If a prescription has been issued by your Provider but has not yet been transmitted to the pharmacy or has not yet entered the pharmacy’s fulfillment process, you may request cancellation by contacting us immediately at support@priveya.com. We will make every reasonable effort to intercept the order. However:

• Once a prescription has been transmitted to and accepted by the dispensing pharmacy, Priveya cannot guarantee cancellation;
• Once a prescription order has entered the pharmacy’s dispensing or packaging process, cancellation is not possible; and
• Once an order has shipped, it cannot be cancelled, recalled, or returned.
  
  

Cancellation After Shipment

Once your prescription order has shipped, cancellation is not available. We cannot recall shipped medications under any circumstances. If you no longer need a medication that has been shipped, please follow safe disposal guidelines (see Section 11). No refund will be issued for shipped orders except in the discretionary circumstances described in Section 5.

Cancellation of Scheduled Live Video Visits

You may cancel or reschedule a live video visit without charge by providing at least 24 hours advance notice through the platform or by emailing support@priveya.com. Cancellations with less than 24 hours notice, and no-shows, will be charged the full visit fee. Priveya may waive this fee in documented emergency circumstances at our sole discretion.

Cancellation of Future Orders or Subscriptions

If Priveya offers subscription, auto-refill, or recurring service plans in the future, separate cancellation terms will be disclosed to you at the time of purchase and in any applicable subscription agreement. Those terms will govern cancellation of recurring services. Cancellation of a subscription or auto-refill plan does not entitle you to a refund of any fees already paid for services already rendered or products already shipped.

8. Refund Quick-Reference Summary Table

The table below summarizes Priveya’s refund eligibility at a glance. In all cases, the full terms described in the relevant sections above govern.

Scenario	Refund?	Notes
Consultation fee — cancelled before Provider review	✓ Full refund	Contact support immediately with subject line: Cancel Consultation
Consultation fee — Provider reviewed your intake	✗ Non-refundable	Service was rendered regardless of prescription outcome
Consultation fee — clinically ineligible / Rx rejected	✓ Auto-refunded	Processed automatically within 5–10 business days
Live video visit — attended or no-show <24h notice	✗ Non-refundable	24-hour advance cancellation required for refund eligibility
Live video visit — cancelled 24h+ in advance	✓ Full refund	Or rescheduled at your preference
Prescription order — not yet dispensed by pharmacy	△ Possible — act fast	Contact support immediately; not guaranteed once dispensing begins
Prescription order — shipped	✗ Non-refundable	No returns accepted on dispensed prescription medications under federal law
Prescription fee — no Rx issued (billed in advance)	✓ Auto-refunded	Processed automatically within 5–10 business days
Medication arrived damaged — reported within 48h with photo	△ Discretionary	Replacement or refund at Priveya’s discretion; contact support with photos
Wrong product shipped — reported within 48h with photo	△ Discretionary	Coordinated with dispensing pharmacy; replacement or refund if confirmed
Order not received — reported within 7 days of delivery confirmation	△ Discretionary	Carrier investigation required; not applicable if delivery was confirmed and package stolen
At-home lab kit — shipped	✗ Non-refundable	Regardless of whether kit is used
Lab sample rejected — laboratory error (not patient)	△ Replacement kit	Replacement kit sent at no charge or refund at discretion
Lab sample rejected — improper patient collection	✗ Non-refundable	Follow kit instructions carefully to avoid rejection
Duplicate charge — platform error	✓ Auto-refunded	Contact billing@priveya.com if not resolved within 5 business days

✓ = Full refund issued    △ = Discretionary / case-by-case    ✗ = Non-refundable

9. How Refunds Are Processed

All refunds issued by Priveya will be applied to the original payment method used at the time of purchase. We do not issue refunds by check, cash, wire transfer, or to a different payment method than the one originally charged, except where required by applicable law or where your original payment method is no longer valid.

• Mandatory refunds (Section 4) are processed automatically within 5 to 10 business days of the triggering event.
• Discretionary refunds (Section 5) are processed within 5 to 10 business days of the date Priveya approves the refund.
• Depending on your bank, credit card issuer, or payment processor, it may take an additional 3 to 10 business days for the credit to appear on your statement after Priveya processes it. Priveya has no control over your financial institution’s processing times.
• If you have not received a refund within 15 business days of the date it was processed by Priveya, contact your bank or card issuer first. If the issue is not resolved, contact us at billing@priveya.com.

Priveya uses a third-party payment processor (Stripe or equivalent) to process all transactions. Your payment data is handled by the payment processor in accordance with their terms and PCI-DSS standards. Priveya does not store full payment card numbers.

10. Chargebacks and Payment Disputes

Please contact us before filing a chargeback. Filing a chargeback with your bank or card issuer for a charge that is non-refundable under this Policy — or before giving Priveya an opportunity to resolve a legitimate dispute — may result in suspension of your account, referral to a collections process, and documentation of the dispute in your account records.

If you believe you have been charged incorrectly, or if you believe a charge on your statement is unauthorized:

• Contact us first at billing@priveya.com with your name, account email, the date and amount of the charge, and a description of the issue. We will investigate and respond within 5 business days.
• If we are unable to resolve your concern, you retain the right to file a chargeback with your financial institution within the timeframe permitted by your card agreement.
• In the event of a chargeback, Priveya reserves the right to provide the financial institution with documentation demonstrating that the charge was authorized and consistent with this Policy, including your acknowledgment of this Policy at the time of purchase.

Fraudulent chargebacks — chargebacks filed for services that were legitimately rendered in accordance with this Policy — may be pursued by Priveya to the fullest extent permitted by law, including reporting to credit bureaus, referral to collections, and legal action to recover the charged-back amount plus reasonable costs and attorneys’ fees.

11. Medication Disposal

Because prescription medications cannot be returned, if you receive medication you no longer need or cannot use, please dispose of it safely and in accordance with applicable law. Do not flush medications down the toilet or throw them in household trash unless the FDA label or package insert specifically instructs you to do so.

Safe disposal options include:

• DEA-authorized drug take-back locations: find a location near you at apps.deadiversion.usdoj.gov/pubdispsearch or by calling 1-800-882-9539;
• FDA-approved drug disposal pouches (available at many pharmacies), which deactivate medications; or
• Household trash disposal following the FDA’s guidelines for medications without specific disposal instructions: mix with an undesirable substance (e.g., dirt, coffee grounds), seal in a container, and dispose in household trash.

For specific disposal instructions for controlled substances, contact your dispensing pharmacy or local law enforcement. Priveya is not responsible for any consequences arising from improper medication disposal.

12. How to Contact Us About a Refund

To request a refund or submit a dispute under this Policy, contact us using the information below. To help us process your request as quickly as possible, please include your full name, the email address associated with your account, the date and amount of the charge, a description of the issue, and any supporting documentation (e.g., photographs of damaged products).

Priveya / Luminous Medical Solutions LLC

Refund / billing inquiries: billing@priveya.com

General support: support@priveya.com

Legal / disputes: legal@priveya.com

Website: www.stg-priveya-staging.kinsta.cloud

Refund requests submitted by email should use the subject line: “Refund Request — [Your Name] — [Order Date].” We will acknowledge your request within 2 business days and provide a resolution within 10 business days. If additional documentation is required, we will notify you within the 2-business-day acknowledgment window.

13. Governing Law and Dispute Resolution

This Policy is governed by the laws of the State of Delaware, without regard to conflict of law principles. Any dispute arising under or related to this Policy is subject to the dispute resolution, arbitration, and class action waiver provisions set forth in Priveya’s Terms and Conditions of Use, which are incorporated herein by reference.

Nothing in this Policy limits any rights you may have under applicable consumer protection laws that cannot be waived by contract, including rights under applicable state consumer protection statutes and federal consumer protection laws.

14. Changes to This Policy

Priveya reserves the right to update or modify this Returns & Refunds Policy at any time. Changes will be effective upon posting the revised Policy to the Services and updating the Effective Date. For material changes, we will provide notice in accordance with our Terms and Conditions of Use. Your continued use of the Services after any update constitutes your acceptance of the revised Policy. The version of this Policy in effect at the time of your purchase governs that transaction.